Emergency Medical Dispatcher

3 weeks ago

Gold Coast, Queensland, Australia Queensland Government Full time

The Emergency Medical Dispatcher (EMD) is an operational role within the QAS that works collaboratively with the Operations Centre team, the broader QAS organisation and other health care and emergency service providers.

The purpose of the role is to receive emergency calls, provide essential pre-arrival advice, dispatch QAS resources and coordinate patient transport movements for the Queensland community.

We are seeking applicants who, within the context of the role responsibilities, possess the following key attributes:

Communication & Relationships

  • Well-developed interpersonal and communication skills including active listening, assertiveness and empathy.
  • Ability to employ strategies to successfully de-escalate highly emotive callers/situations.
  • Demonstrated ability to work as an effective member of a collaborative team and assist fellow team members toward the achievement of required performance objectives and customer service outcomes.
  • Strong customer service commitment demonstrated through professional attitude and behaviour.

Learning & Development
  • Ability to rapidly acquire an understanding of the highly technical aspects of the role and all relevant QAS policies and procedures.
  • Ability to self-reflect and incorporate feedback to continually develop personal capability and professional practice.
  • Demonstrate an ongoing commitment to education through a proven record of tertiary study, vocational education or work relevant courses.
  • Ability to apply reasoning, analytical and problem-solving skills in a calm manner, to assess a patient's emergent needs and determine an appropriate course of action using existing resources.
  • Awareness of own personal triggers and limitations and a commitment to employ personal coping mechanisms to manage stress and pressure whilst maintaining operational performance.
  • Ability to manage stress and maintain performance under pressure without a negative impact on self or others.

Professional Conduct & Performance
  • Keyboarding skills with a high level of proficiency.
  • Demonstrated computer literacy skills in the use of available technology.
  • Proven capability in upholding the expected standards of conduct and performance within a busy and often demanding work environment.
  • Planning and organisational skills to effectively manage time and prioritise assigned workload.
  • Ability to suspend judgement and personal biases in order to assist people professionally and respectfully, irrespective of their age, demographic, or socio-economic group.

Operational Readiness & Fitness for Duty

Demonstrate a personal commitment to maintaining medical, physical and psychological wellbeing in order to safely undertake the duties of the EMD role.

The following mandatory requirements, special conditions and/or other requirements apply to this role:
  • Applicants must have a current Provide First Aid Certificate (with Cardio-Pulmonary Resuscitation component) or equivalent; or have obtained one prior to appointment.
  • For Emergency Medical Dispatcher appointments, continued employment will be subject to the satisfactory completion of the Certificate III and Certificate IV in Ambulance Communications and meeting all required performance objectives within 12 months of appointment.
  • All Emergency Medical Dispatchers are required to undertake a probationary period of 12 months. Continued employment is subject to satisfactory performance, achievement of the competencies within the Certificates and other mandatory training as outlined in the Ambulance Service Employee's Award - State 2016.
  • Position may require participation in shift work (including weekends and public holidays), on-call duties and undertake overtime.

Applications to remain current for 12 months.

Job Ad Reference: QLD/627317/25

Closing Date: Monday, 1st December 2025

Occupational group Health - Qld Ambulance
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